In our new report, Want To Improve Your Customer Experience? Turn To The Cloud, we examine how cloud services can help customer experience professionals drive flexibility and responsiveness into their customer experience ecosystems. At the heart of this report is our read of cloud services' fundamental value:
Last week Salesforce.com (SFDC) hosted its annual Dreamforce Conference in San Francisco, and for the first time, the cloud giant’s products could soon have some major implications in the governance, risk, and compliance (GRC) market.
Amidst the chaos of keynotes, partner sessions, guest speakers like Hilary Clinton, wil.i.am, Al Gore, and our very own George Colony, two of SFDC’s major announcements demonstrated how its new offerings and future strategy will position the company to compete in the very big business intelligence market:
There just might be another 800-lb gorilla in the Business Intelligence market. In a year.
The popular cult book “Hitchhiker's Guide To The Galaxy” by Douglas Adams defines space as “. . . big. Really big. You just won't believe how vastly, hugely, mind-bogglingly big it is. . .” There are no better words to describe the size and the opportunity of the business intelligence market. Not only is it “mind-bogglingly big,” but over the last few decades we’ve only scratched the surface. Recent Forrester research shows that only 12% of global enterprise business and technology decision-makers are sure of their ability to transform and use information for better insights and decision making, and over half still have BI and analytics content sitting in siloed desktop-based shadow IT applications that are mostly based on spreadsheets.
The opportunity has provided fertile feeding ground to more than fifty vendors, including: full-stack software vendors like IBM, Microsoft, Oracle, and SAP, each with $1 billion-plus BI portfolios; SAS Institute, a multibillion BI and analytics specialist; popular BI vendors Actuate, Information Builders, MicroStrategy, Qlik, Tableau Software, and Tibco Software, each with hundreds of millions in BI revenues; as well as dozens of vendors ranging from early to late stage startups.
On June 10, Salesforce.com announced Salesforce Wear, a bundle of free tools and reference applications aimed at evangelizing the power of enterprise wearables. The offering supports six different wearable devices, each with its own open-source reference application to help developers design and build wearable apps that connect to the Salesforce1 platform.
Salesforce Wear has the potential to turbo-charge the growing market for enterprise wearables. Enterprises using Salesforce Wear will gain tools and reference applications that immediately apply to six wearable devices: three smart watches (Pebble, Samsung Gear, and Android Wear), plus Google Glass, the Myo armband, and Bionym’s Nymi authentication device.
Some of the reference applications are pure enterprise/B2B workforce enablement applications, like the Google Glass application for oil rigs, which can be generalized to other field service scenarios (and which, conceptually, I have written about before). Salesforce Wear’s app facilitates real-time field actions by providing schematics of the equipment being serviced, offering a view into the full service history of the equipment, and connecting field workers to colleagues for real-time collaboration. All in all, the reference app helps field workers fix problems more quickly and effectively.
Salesforce Wear's Casino Reference Application with the Bionym Nymi Band. Source: Salesforce
Here at the World Economic Forum annual meeting in Davos, I moderated a CEO discussion on “The New Digital Context” (video below). Thank you to my panelists Marissa Mayer (Yahoo), Marc Benioff (salesforce.com), John Chambers (Cisco), Randall Stephenson (AT&T), and Gavin Patterson (BT).
We are in the age of the customer, where technology is dramatically accelerating the shift in power from institutions to individuals, forcing organizations to be with their customers as they move through time and space.
My big takeaways from the panel:
The age of the customer underpins what’s coming next in tech: context-driven systems, the Internet of everything, and customer-centric software.
Much of the Internet of everything will focus on personal care and health.
These leaders want more transparency from the Obama administration regarding privacy — critical to regaining customer trust.
Total privacy is history. The national security concerns are too great. In the future, the best that people can hope for is that 90% of their data will be private.
salesforce.com’s 100,000+ customers now have a new option for streamlining SaaS sourcing across the enterprise: Private AppExchange. And, the price is right at $0. Free? Yes, free(!) but, don't assume this won't impact your costs.
Last week at salesforce.com's massive Dreamforce event, Forrester had the opportunity to learn more about some of salesforce.com's recent announcements -- including the Private AppExchange. This free add-on feature for salesforce.com users lets companies set up an AppStore that is private, personalized, and custom populated for their own company. The Private AppExchange lets organizations “distribute any app, to any user on any device through a central, secure store, using Salesforce Identity to grant employees instant access to the apps they need. Organizations can customize the store with own categories and branding.”
The Private AppExchange could help sourcing executives address goals for enabling SaaS sourcing that we frequently hear about, such as:
Lets users quickly discover and deploy solutions that meet their business needs
Supports collaboration and idea-sharing across all users at all levels of the company
Adheres to corporate standards (integration, data rules, security, contracting, and more)
Ensures favorable pricing based on overall corporate relationships and usage
Showcases the specific SaaS solutions already in use within the company
At this time 12 months ago, we released our predictions for what changes in the market would be brought about by the maturing of cloud computing. Looking back on the year, we can now see that, while the promise of a maturing market was strong, maturity was by no means uniform and thus our predictions proved to be a mixed bag.
1. We’ll finally stop saying that everything is going cloud. Grade: A. While the C-suite might still be preaching this as a long-term vision, we got real about what should and should not go to the cloud given its current maturity and capabilities. The guiding principles of architecture and economic model served as sufficient evidence that many traditional workloads have no business on the public cloud. And we started to see early signs of enterprises recognizing that the private cloud isn’t the new name for virtualization but is indeed a separate environment and not all apps in the data center are destined for this pool.
First, our final lineup of external speakers is confirmed. All of our main-stage speakers are from companies featured in our new book, Outside In — some of them are even the subjects of case studies in the book.
Many of you have asked us to feature more business-to-business content in our events, so in response, we have both Randy Pond, EVP of operations, processes, and systems at Cisco Systems, and John Taschek, VP Mof market strategy at salesforce.com. Both companies are in the book, and Randy is the executive sponsor of the program that won one of our 2012 Voice Of The Customer Awards.
In addition to Randy and John, we have Dr. Jim Merlino, the chief experience officer for Cleveland Clinic, a world-famous, $6 billion healthcare provider. The work he is doing is as applicable to organizations outside of healthcare as it is relevant to all of us who have ever been (or will ever be) patients.
We’re also excited about our main-stage panel on building a customer-centric culture with Nancy Fratzke of US Cellular and Kelly Harper of BMO Financial Group. Transforming a culture is one of the hardest things any of us will do, and both of these panelists have successfully done it.
Well if you're going to make a dramatic about face from total dismissal of cloud computing, this is a relatively credible way to do it. Following up on its announcement of a serious cloud future at Oracle Open World 2011, the company delivered new cloud services with some credibility at this last week's show. It's a strategy with laser focus on selling to Oracle's own installed base and all guns aimed at Salesforce.com. While the promise from last year was a homegrown cloud strategy, most of this year's execution has been bought. The strategy is essentially to deliver enterprise-class applications and middleware any way you want it - on-premise, hosted and managed or true cloud. A quick look at where they are and how they got here: